Senior CX Manager
Application managed by InterviewHR
$77,500 – $147,000 / yearly
Join Talkdesk as a Senior CX Manager and play a critical role as a senior technical advisor and strategic partner to our largest and most complex customers. This unique hybrid role combines technical expertise with customer relationship management, where you'll drive measurable business outcomes by leading advanced product adoption, overseeing complex technical initiatives, and ensuring long-term customer success through strategic enablement and change management. You will serve as the primary technical point of contact for enterprise and strategic accounts, leading complex onboarding, platform optimization, and advanced feature deployments across multi-product environments. This position requires you to translate customer business needs into scalable technical architectures, build trusted relationships with senior executive stakeholders, and support executive business reviews focused on ROI and strategic alignment. As a senior escalation point for complex technical and delivery issues, you'll partner with customers on structured change management strategies, analyze product usage data to identify optimization opportunities, and influence internal prioritization by providing data-backed insights from enterprise customers. You'll work cross-functionally with Professional Services, Product, Support, Engineering, Sales, and Customer Success teams to deliver cohesive outcomes.
Responsibilities
- Serve as the primary senior technical point of contact for enterprise and strategic accounts
- Lead complex onboarding, platform optimization, and advanced feature deployments across multi-product environments
- Define solution scope, delivery approach, and technical roadmap in partnership with customer project managers and internal teams
- Translate customer business and operational needs into scalable technical architectures and implementation plans
- Drive use case strategy, feature adoption, and innovation roadmaps aligned to customer goals and Talkdesk product direction
- Conduct advanced demos and enablement sessions showcasing feature enhancements and new capabilities
- Establish and disseminate technical best practices across customers and internal teams
- Build and maintain trusted relationships with senior executive and operational stakeholders
- Support executive business reviews focused on ROI, KPIs, adoption maturity, and strategic alignment
- Own the end-to-end management of technical initiatives, including issue tracking, prioritization, and customer communication
- Proactively identify delivery risks, develop mitigation strategies, and remove roadblocks to ensure program success
- Act as a senior escalation point for complex technical and delivery issues
- Partner with customers on structured change management strategies to ensure sustained adoption and value realization
- Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities
- Support renewals and expansion efforts by aligning demonstrated technical value to customer business outcomes
- Develop customer success stories and case studies highlighting measurable results
- Partner with Professional Services, Product, Support, Engineering, Sales, and Customer Success teams
- Summarize and communicate customer feedback related to product gaps and roadmap considerations
- Influence internal prioritization by providing structured, data-backed insights from enterprise customers
- Participate in the sales cycle to gather technical requirements and support proposals
- Contribute to the development of scalable delivery processes and best practices
Skills
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Employee Assistance Program (EAP)
- 401(k) plan
- Uncapped paid time off
- 14 paid holidays per year
- Equity and short-term incentives
- Professional development and continuous learning
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